Contact Centre Advisor

6 months ago

Croydon, United Kingdom Pension Protection Fund (PPF) Full time

We’re the Pension Protection Fund. We protect millions of people in the UK who belong to defined benefit pension schemes. When these schemes fail, we’re ready to help.

We do this by paying our members, by charging a levy and by investing sustainably. Our work has a real impact on people’s lives, so we strive to do it well, with integrity and their future in mind.

Our contact centre is an award-winning team in providing excellence of service to our members and we are looking for a new **Contact Centre Advisor** to join the team.

This will be your first step into a career with us where you will receive full training from day one covering the PPFs pension schemes. Once you have established yourself in the contact centre, other opportunities will arise taking your career down different paths, from pensions administration to training and quality assurance through to customer resolutions and fraud investigation are among some of the many routes of career development opportunities.

Our contact centre is seen as the bloodline of the PPF

The Contact Centre Team is at the heart of what we do here at the PPF, offering excellent customer service to the members who call in to speak to us. As the first point of contact in response to our member’s queries you will be entering a world of variety, not only on a daily basis but as each call raises a different query you will be immersed in helping our members overcome what can be confusing, difficult or challenging times. This means that we do not work off of scripts, you will need to be able to show empathy and have a calm, natural yet professional communication style, explaining complex issues in a clear and engaging way.

Unlike other contact or call centres, we operate Monday to Friday only, and have 2 shift patterns 1) 08.45-16.45 and 2) 09.30-17.30 and we are a Hybrid working organisation mixing working from home and in the office once you are competent at your role so you will have a great work life balance.

To apply, we are looking for recent contact centre experience or customer service experience predominantly delivered by telephone. There is a minimum requirement of GCSE Maths and English (or equivalent) at Grade 4 (C grade) or above. Experience of working in the financial services industry would also be beneficial but is not essential.

In return for your skills, experience and commitment we’ll give you a challenging role within a business where you’ll get the support you need to develop your career.

We’ll also give you lots of opportunities for personal development and skills training.

Our Croydon office is just across the road from East Croydon station, which is around 15 minutes from Victoria or London Bridge, 10 minutes from Clapham Junction or half an hour from St Pancras.
- We’re proud to be a _Disability Confident Leader_, the highest accreditation under the Disability Confident Scheme. If you have a disability and meet the essential criteria for this role you will be guaranteed an interview._
- We embrace diverse talent welcoming people with different beliefs, backgrounds and ways of working. _Whatever your background, and however you identify, you’ll be welcome here._
- We’re happy to talk about flexible working_

No agencies please.

We’re a statutory public corporation led by our board and accountable to Parliament through the Secretary of State for the Department for Work and Pensions. It's our duty to protect people with an eligible defined benefit pension when an employer becomes insolvent.

We’re proud of the work we do. Without us, many people would face significant financial hardship. We’re also proud of our people, all of whom are committed to our mission and to serving over 230,000 members.

PLACEHOLDER

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